Resolved complaint (72) about assistance animal discrimination in goods, services and facilities

About the complaint

The complainant has a vision impairment and is accompanied by a guide dog. He alleged that drivers engaged by the respondent ride-share company declined to drive him and his guide dog on multiple occasions. He claimed the drivers originally accepted his trip, but once he requested the passenger seat be moved forward to accommodate his guide dogs, the drivers rejected his trip and directed him to request a pet driver.

The rideshare company argued that the driver partners were not employees or agents of the company and that the driver partners had been provided with information about discrimination and accessibility.

The complaint was resolved with an agreement that the rideshare company pay the complainant $500 and write to him apologising for his experience.

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